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Senior Manager, Guest Experience, BMO Academy

Posted 2 days ago

Job Details


Job Description

Application Deadline:


33 Dundas Street West

Job Family Group:

Human Resources

Reporting to the Head, BMO Academy, the Senior Manager, Guest Experience is accountable for leading strategies that bring the BMO Academy vision to life, driving outstanding, differentiated guest experiences that reinforce it as a flagship learning, event and collaboration space.

This highly collaborative role is the key liaison with the event planning side of our hospitality partner, BMO Learning Operations, and BMO Events Based Marketing (EBM), and engages a wide range of other internal and external partners in strategy, planning and flawless execution.

This role is responsible for development of the marketing strategy to drive employee engagement, enable our strategic priorities and maximize usage of the space. This includes development of new approaches and processes to efficiently deliver high quality communications and experiences for in-person, digital and hybrid events. This is an onsite opportunity, coming to our beautiful new offices in downtown Toronto.


Supports the development, implementation, delivery and administration of learning and performance focused programs/solutions by executing operational and logistical activities aligned with business/group objectives. Works across BMO to deliver operational components and provides subject matter expertise and advice related to the delivery, planning, and implementation of enterprise learning and performance focused programs and solutions.

Lead BMO Academy Guest Experience:
  • Lead the strategy, development and implementation of differentiated high quality experiences at all BMO Academy sites.
  • Build feedback strategies, execute and analyse reporting, and share insights to action guest feedback and foster continuous improvement.
  • Monitor service levels and partnership standards of the hospitality team to ensure they meet and exceed targets.
  • Act as primary relationship manager, engaging a broad range of partners including Hospitality, Corporate Real Estate, Security and Engineering, Corporate Marketing, Events Based Marketing (EBM), HR Information Technology, Audio Visual, partner hotels and other external vendors in planning and execution of initiatives to support BMO Academy
Optimize Financial Model:
  • Support Head, BMO Academy with overall financial model including partner with hospitality team to oversee day-to-day processes, cost management and operational efficiencies. Identify, analyze, business case, recommend and lead premises enhancements and programs to support and maintain the value of the asset and optimize resources at all sites. Critically assess and regularly prioritize items based on changing needs/focus, feasibility analysis and costing. Develops strategies/business rules to optimize utilization of the space, consistent use and sometimes combined use of space across LOBs; manages escalations related to space usage.
Lead Marketing & Partnership Strategy:
  • Lead the design, development and implementation of the BMO Academy marketing and communication strategy across multiple channels to promote it internally to employees, and in particular EBM, and LOB learning teams
  • Establish and manage an external facing strategy including community, educational and DEI organizations to support our Purpose and amplify our brand
In addition:
  • Provides strategic input into business decisions as a trusted advisor.
  • Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group. Acts as a subject matter expert on relevant regulations and policies. May network with industry contacts to gain competitive insights and best practices.
  • Influences and negotiates to achieve business objectives.
  • Identifies emerging issues and trends to inform decision-making.
  • Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.
  • Develops the business case by identifying needs, analyzing potential options and assessing expected return on investment.
  • Recommends business priorities, advises on resource requirements and develops roadmap for strategic execution.
  • Conducts independent analysis and assessment to resolve strategic issues.
  • Acts as the day to day subject matter expert on operational matters related to learning and performance focused solutions.
  • Designs and produces regular and ad-hoc reports, and dashboards.
  • Leads the development of the communication strategy focusing on positively influencing or changing behaviour.
  • Collaborates across BMO to develop communications strategies and ensure consistency of messaging, in order to positively influence or change behaviour.
  • Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
  • Employs systems (e.g., customized exception reports, tracking reports etc.) to manage information.
  • Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
  • Supports the day-to-day program management, process management, and administration of learning and performance focused programs and solutions to deliver the intended employee experience (e.g., course material coordination, participant management, cohort coordination).
  • Executes operational activities/requirements of learning and performance program structures in partnership with stakeholders to support applicable BMO design standards and ensure timely, accurate, and efficient service delivery.
  • Develops knowledge related to the assigned portfolio / program and / or area of specialty.
  • Collaborates with internal and external stakeholders to support planning, implementation and sustainment of learning and development process, workflow and program tools.
  • Communicates and learning and development principles, programs, process, and standards.
  • Participates in the design, development, implementation, and management of core processes.
  • Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
  • Monitors and tracks performance and addresses any issues.
  • Designs and produces regular and ad-hoc reports, and dashboards.
  • Supports development and execution of strategic initiatives in collaboration with internal and external stakeholders.
  • Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.
  • Provides advice and guidance to assigned business/group on implementation of learning and performance focused solutions.
  • Conducts industry analysis and trends to better understand employee segments and innovative learning and development related opportunities.
  • Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, execution, evaluation and sustainment of initiatives.
  • Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
  • Builds effective relationships with internal/external stakeholders.
  • Ensures alignment between stakeholders.
  • Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.
  • Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.
  • Implements changes in response to shifting trends.
  • Broader work or accountabilities may be assigned as needed.

  • Typically, 7+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience. Post secondary education in Business, Marketing, Hospitality, Digital or related disciplines.
  • Experience in Learning & Development program management and /or operations focused experience, not a must have
  • Knowledge of HR Business Processing and learning curriculum structure concepts - not a must have.
  • Project management skills with a skill in execution and implementation - change management In-depth / Expert.
  • Seasoned professional with a combination of education, experience and industry knowledge.
  • Verbal & written communication skills - In-depth / Expert.
  • Analytical and problem-solving skills and critical thinking - In-depth / Expert.
  • Influence skills - In-depth / Expert.
  • Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert.
  • Able to manage ambiguity and reprioritize tasks in response to unexpected changes in priorities/requests.
  • Data driven decision making - In-depth / Expert.
Compensation and Benefits:

$84,000.00 - $156,000.00

Pay Type:


The above represents BMO Financial Group's pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group's expected target for the first year in this position.

BMO Financial Group's total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit:

We're here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.

To find out more visit us at .

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.

About BMO

THERE’S NEVER BEEN A BETTER TIME TO BE PART OF BMO. We’ve set our sights on being the bank that defines great customer experience. Our customers’ needs are changing and so are we. Everyone who works here has a role to play in making a difference for our customers. Every day. It’s an amazing feeling when you know you’re making a customer’s life better, and you can do it at BMO – whether you’re imagining a new product, designing a customer experience, streamlining an application, launching a marketing campaign or just being there in a very human way with the right answer.


Banking & Finance

Company Size

10,000+ employees

Application closing date is 2024-08-15

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